New Reviewer

POOR CUSTOMER SERVICE

My husband order 2 swimsuits over $200 it took 10 days to get the swimsuits. We went on vacation i was going to return them when we got back. SOrry they have to be returned withing 30 days of purchase which was 3 days over. No refund no exchange. Rude customer service..
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ID
#3806533 Review #3806533 is a subjective opinion of poster.
Loss
$241
Preferred solution
Full refund

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New Reviewer

Ripoff Alert-- Refund Takes Months! Policies Punitive and Misleading! 36% "Restocking" Fee. Policies Not Clear

Returns at Ujena online could rip you off 36% to 100% of your order cost. Ujena engages in shady business practices, misleading policies, and they have extremely rude customer service. Don't do it! I ordered several swim suits for a total of $282 on Oct. 26, but they were cheaply made and didn't fit. The return policy states "A restocking fee of up to 15% may be charged on returns/refunds over $175 or if you return over 75% of your order." "May be" is misleading language. You *WILL BE* charged is correct, and it's much higher than 15%. These suits are very pricey and they are very poor quality. I had to return them all. I returned them the next day after I received them. Buyers are responsible for the $5.95 return shipping, which is typical. But the the "Made in China" quality of the suits has deteriorated since I last shopped there several years ago. It's not a size issue. The seams and edges of the suits didn't lay flat. The material is so sheer as to be transparent in light-colored suits, and the tie-sided tops and bottoms are cheap and inelastic. Finding a suit where both the top and bottom fit is extremely unlikely -- hence they intend to make an inordinate profit on customers getting screwed by their tight exchange policy. In fact, their entire return/exchange policy is extremely punitive to customers, onerous to an extreme, erring on the side of Ujena against the customer for shipping lag, basing the refund period from the order date rather than the received date, restocking fee, when you can get a refund, and on what (not the Sizing Assurance)…it’s ridiculous. https://m.ujena.com/index.php/agreement Don't even think about ordering G-strings, thongs, or tonga-style merchandise (whatever that is), much less custom orders or final sale items -- none of these are returnable at all. I almost ordered a $280 suit with "tonga" in the description before catching this fine print in the exchange policy. I can understand they don't want people returning G-strings, but this is a service to try on bathing suits at home, and some of the other non-returnable items aren't intuitive. After I returned all the suits, I waited for my refund but as of Dec. 14, I had still not been credited. I had not received any email notices or confirmation of an order or a return. I started to worry that my return shipment had been lost. So I called. The return had been accepted Nov. 10. Why should a refund remain unprocessed over 30 days later? I was told that do their returns in "batches." Batches once every 80 days? Sounds like a nice way to keep positive cash flow floating a business with low-quality merchandise. And why do they not send an email confirming they received a return? It seems that Ujena plans to get away with you losing track of the return, to slap you with the small print. As their policy states: “You need to confirm we received your return within 120 days or otherwise it will be converted to a merchandise credit.” So even if they receive your return, if you don’t call them to check, they can get away with not providing ANY refund. Then I found out that they were only going to be crediting me $211.61 of my $282.21 purchase. What happened to the $70.60 difference? The "customer service" representative said that they keep a 15% restocking fee -- an outrageous policy considering most of these suits cost $100-200 each. When I read the policy, I thought it said $15, but no, it's more like $15 PER SUIT, sometimes more. Still, restocking fee aside, (shipping was free, tax was $23, so my merch was $259.21), they're keeping 27% of the cost of the merchandise as a restocking fee, not 15%. On a purchase totaling $282.21, I should receive a credit of $243.32. When I asked her to explain the difference, she said I used an online discount coupon (yes) and free shipping (yes) and they charge restocking fee according to the original merchandise amount -- in other words, 15% of what they deem the merchandise to be worth, not 15% of what I paid for it. At best, this is a shady policy that pads their bottom line. At worst, it's illegal. When I tried to assert that they need to better explain why I paid $76.55 after return shipping for the privilege of trying on a few ill-fitting suits, she interrupted me, talking over me, "We've been in business for 30 years, so clearly some people use us. You should have read the exchange policy. I'll make a note of your call. Goodbye!" I asserted, "I DID read the exchange policy, and you need to change your policies to make them fair, and change your website to make the language clear and definite." She said I should have worked with them to choose suits that would have worked for my body. But I know what styles of suits look good on my body; I have several that are the same style as what I ordered. I took careful measurements and studied their size charts and perused their catalog for hours. A phone consultation would not have changed my order, nor would it change the quality of their merchandise, nor the unfairness of unconventional and sketchy return/exchange policies and a punitive restocking fee. She interrupted me continually, talking over me, repeating I should have read the policy. I also attempted to get a merchandise credit for the restocking fee [which is their policy], but she wouldn't do it, because she was offended when I expressed doubt that I would find something else to buy. She kept repeating my name, not letting me speak. Finally, in exasperation, I urged her, "Stop talking over me! Listen to me! I'm the customer!" While I was pointing out that their website says, "There *may be* a 15% restocking fee"; not there "WILL BE" a restocking fee" and they need to change their website -- she hung up on me! If you do business with Ujena, you will get ***, poor-quality merch, wait over 80 days for a refund if you get one at all, be hassled by lack of email communication and rude, unsympathetic customer service representatives, and ultimately, you will be refunded only a fraction of what you paid. I will never shop here again.
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ID
#1148684 Review #1148684 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy
Preferred solution
Full refund

Pure made lingerie.

Pure made lingerie. Like $5.70 China Ebay quality. Never again! Waste of money.They say like they have a "hand made" factory in California. I could not believe it. I pretty sure they buy cheap stuff from China and put logo on it. I bought same lingerie from China on my Ebay account for 5$. The customer service girl ( somebody name Lisa) was very unhelpful and was sounds like a very angry person. In bottom line: you can find "no name" product for $20 and get better quality. There is no reason to pay $100-150 for Ujena. They making you feeling like they are "big new brand" but i could not find nothing "Branded" in Ujena. Just a price high. That about all.
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ID
#908587 Review #908587 is a subjective opinion of poster.
Location
Eilat, Hadarom
Reason of review
Bad quality
Loss
$120

Refund Practices

I purchased two bikinis from Ujena online. Since I saw their tough refund policy, I called directly and asked if there would be an issue with refunding for full amount if the baking suits didn't fit. I was told not to worry - just put a note on the return to that effect. Well, the bathing suits did not fit and when I saw the credit they issued, they deducted $40. I called and funny thing they couldn't find the representative who told me that. Well, for sure I didn't make it up. They refused full refund. Misrepresentation and lying by their representative.
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ID
#528044 Review #528044 is a subjective opinion of poster.
Location
Miami, Florida

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